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Maintenance Team & Stakeholders
A stakeholder is any party that has a direct or indirect interest in the maintenance program. 

The maintenance team is a sub-set of the stakeholders who are directly involved in the responsible stewardship of the maintenance program in the organization’s best interest. 

Team Size and Composition
The size and composition of the maintenance team will vary dramatically depending on the following factors:
  • The Size of the Building – number of suites and gross floor area
  • The Type of Building – high-rise, low-rise, townhouse or mixed use
  • The Existence of any Specialty Assets – such as recreation amenities or commercial kitchen
  • The Choice of Resourcing Model - Whether the organization uses the owner/operator model for resourcing, a hybrid model or outsourcing model
  • The Organizations' Maturity Level -
Generally speaking, the age of the building only plays a very small role in determining the size and composition of the maintenance team.

Internal Stakeholders
The maintenance team will consist of some or all of the following stakeholders/parties:
  • Property Manager – The person of firm charged with operating a building for a fee, where the owner is unable to personally attend to these services. The property manager will usually be involved in the following: Procure quotations for services; Prepare agendas for Board meetings, Annual General Meetings and Special General Meetings; Take minutes of meetings; Assist the Board in preparing the annual operating budget; Administration of accounts payable and accounts receivable.
  • Building Custodian -

External Stakeholders
  • Contractors - An individual or company engaged to carry out services on the assets, such as maintenance and repair activities required by the maintenance plan or associated with a renewal or rehabilitation project.
  • Consultants – Subject matter experts who are engaged periodically to give professional and expert advice regarding the assets, but not as an employee of the organization.
  • The Residents – The occupant of the building play a crucial role in the overall maintenance program. In an earlier topic we illustrated how care of the assets falls in large part to the residents who must be careful not to inadvertently damage an assets in and around their suites.
  • Insurance Providers - These are the organizations that are underwriting the risks on the different assets (fire, flood, etc) and they have expectations that the organization will meet its duty of care to avoid and mitigate certain types of insurable losses.
  • Warranty Providers - These are external organizations that have expectations that the organization will not misuse and abuse the asset, which could void warranties.
  • Industry Associations – These are organizations that publish guides on how to perform maintenance and provide community outreach and empowerment services.
  • Consultants - Subject matter experts who are engaged periodically to give professional and expert advice regarding the assets, but not as an employee of the organization.
  • Regulatory Authorities - These are external agencies that set standards for the safe operations in/around assets and the performance of assets, such as the Workers Compensation Board and the Elevating Devices Safety Branch.
  • Accounts Payable – The organization’s accounting staff that pay the bills for maintenance services and equipment purchases.
  • Neighbouring Properties – Other properties in the neighbourhood, particularly those that are immediatley adjacent, can be adversely affected by any changes in the appearance of the property and any insurable losses such as fires.
  • Suppliers – Companies that sell equipment (such as ladder) and spares (such as fan filters) to the organization have an interest in the effective performance of their products.
  • Board of Directors – The leadership team plays a critical role is setting maintenance policy, maintenance standards and ensuring commitment to the maintenance goals and objectives.
  • Guests and Invitees – Any persons who enter onto the premises as invitees of staff or guests of any residents. Under the Occupiers Liability Act, the organization owes a duty of care to all these people while they are on the premises.
  • Other Staff – Any and all staff of the organization that either enter onto the premises or who are involved in the operations of the property.

Building the Team
There are two primary routes that the organization can take when building its maintenance team:
  • Insourcing - this involves recruitment, training, etc.
  • Outsourcing - this involves contracting with 3rd parties.
Many organizations follow some form of hybrid model that includes both insourcing and outsourcing of certain services.

Managing the Team
Listed below are some of the business practices that are used to assist in administration and management of the maintenance team.
It is important for the organization to periodically engage with its different stakeholder to ensure that their requirements are being met.

Clearly defined roles, responsibilities and authorities are one of the signs of good leadership
Fig. Clearly defined roles, responsibilities and authorities are required for a functional maintenance team

See also:

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